Customer Success Manager at Seegrid in Pittsburgh, PA, USA

Job description

• The Customer Success Manager (CSM) helps customers meet their productivity and safety goals with Seegrid's autonomous mobile robots and software solutions. The CSM focuses on on-site technology adoption and solution optimization following initial deployment. They drive product utilization by leveraging data analysis, organizational change management practices, project management principles and storytelling.

Responsibilities

• Build relationships to understand customers' current and future business/operational goals and challenges.
• Get to know the customer's operations well enough to ensure Seegrid is optimized for their environment.
• Through data analytics, track and understand customer utilization and return on investment.
• Deliver ongoing and tailored customer engagement, including regular status meetings, workshops, training, and product performance evaluations.
• Anticipate and proactively manage customer risks and roadblocks to utilization, satisfaction, and growth.
• Understand business requirements and technical problems to determine the right next action with an appropriate sense of urgency. Proactively suggest and guide the implementation of improvement solutions.
• Partner with customer-facing account teams and executives (sales, support, and application engineering) on overall customer success.
• Be a customer's advocate and work closely with Seegrid's Product, Engineering, Technical Service, and Field Service teams to identify and escalate issues.
• Share best practices and create innovative solutions to drive user adoption and maximize the value of Seegrid products.
• Drive and devlop strategies, plans, and processes within the CS team to improve overall customer experience based on customer input.

Requirements

• Bachelor's Degree or equivalent in business, engineering or a related field and 2-5 years of relevant experience. In lieu of a degree, high school diploma or GED and 5 years relevant experience.
• At least 2 years of success in a customer-facing, customer success, account management, project management or strategic consulting role.
• Ability to travel 50% of the time to visit customer sites.
• Ability to collaborate with internal/external customers and manage technical aspects of projects in a lifecycle process.
• Ability to establish a trusted, strategic advisor relationship through excellent interpersonal, oral, and written communication skills
• Experience in managing different levels of leadership team engagement on a regular basis.
• Demonstrated successful cross-team collaboration with Engineering, Product, Support and/or Deployment functions.
• Solid technical background with hands-on experience in digital technologies.
• Detail oriented and analytical; possesses the ability to translate data into insights and communicate those insights in an impactful way.
• Strong team player, excellent verbal and written communication skills and customer service driven.

Skills

Preferred

• Detail oriented and analytical
• Strong team player
• Customer service driven